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Customer Care

Welcome to Please take a moment to review our terms and conditions for the use of this web site. We reserve the right to update or modify these terms and conditions at any time without prior notice.
Your use of following any such change constitutes your agreement to follow and be bound by the terms and conditions as changed. For this reason, we encourage you to review these terms and conditions whenever you use this website.

Ordering Online 

For Assistance, please email us at


Your privacy is serious business. This website takes every precaution to protect our customer and user information. We have appropriate security measures in place on the website to protect against the loss, misuse or alteration of any information that we have collected from you at our site.

Governing Laws

This website is governed by the laws and the courts of the province of Ontario and the nation of Canada. Any orders placed on this site and use of this site must follow in accordance with applicable provincial and national law. It is the responsibility of the user to comply with said laws.


All items will be delivered by a third party and delivery is therefore governed by the third party’s shipping contracts. While all efforts will be made to deliver items as quickly as possible via commercial contracts, we are not responsible for delivery delays beyond our control.
18 Waits will ship within Canada using Canada Post Expedited Parcel Service, to the US with USPS, and Internationally with DHL or Canada Post. Your order will normally be processed and shipped within 3 business days. If you have any special shipping instructions or requests, be sure to note them in the comments box in the shipping section of checkout or send us an email: If we don't ship to your country, please send us an email and we will do our best to arrange this for you:

Shipping Times

Within Ontario:
* Up to 2 days 
*Up to 7 days
*Up to 7 days
*Up to 2-4 weeks
If you'd like your order expedited, email us at

Shipping Rates

We offer free shipping on Canadian orders that total $200 or more before taxes and after any discounts. We offer free shipping on U.S. orders that total $500 or more before taxes and after any discounts.
Otherwise, shipping rates are determined by region and purchase price and will be automatically generated at checkout. Our rates include insurance coverage, tracking information, and fuel surcharges. The tables below display our base shipping rates.

* U.S. and International customers will not be charged National taxes.
* National customers will be charged National taxes.

International Shipments

Cross-border shipments may incur customs and/or brokerage fees. These charges (if applicable) are the sole responsibility of the purchaser and will under no circumstances be incurred 18 Waits. Likewise any customs or brokerage fees applied to international returns will be the responsibility of the returner.


We offer our customers 30 days for exchange or refund on all full priced merchandise. Exchange or store credit only applies to gift receipts, sale items, accessories and jewelry. Relic and Last Call items are final sale.  All returns must be received within seven days of return request.  The goods must be free from wear, stains, odour or any condition that would prevent them from being sold as new. Returned items must have their original tags attached and must be accompanied with a copy of the receipt. 18 Waits will refuse return of goods that do not meet our Return Policy requirements. All orders purchased with an existing website credit are final sale. There are no returns and re-orders with web credit. Shipping and handling costs are not refundable. Customer will be responsible for all shipping & re-shipping charges for exchanges.  All merchandise that is purchased at must be returned by an insured carrier - Canadapost or USPS in North America to our office.

How to return an item

Step 1. 

Email us at You will need to provide a rationale for your return and an assurance that the goods are in original condition, tags attached. Please be aware that the issuance of return does not guarantee the goods will be accepted, nor that your credit card will automatically be refunded. You will be notified of acceptance once the goods have been returned and inspected.

Step 2. 

Merchandise must be shipped securely packaged, pre-paid, and insured, and must be received by 18 Waits within seven days of receipt the return request for domestic orders, and fourteen days for international orders. Merchandise should be sent to the following address:
18 Waits
990 Queen Street West
Toronto, Ontario
M6J 1H1
It is our recommendation that return items are shipped via Canada Post or USPS whenever possible, always sent with tracking. We also recommend all tracking numbers of return packages be recorded and safely stored for proof of delivery. 18 Waits does not take any responsibility for reimbursement or compensation in the event that any return packages are lost, stolen, or mishandled. Please also note that 18 Waits cannot accept any packages that are sent Cash/Check on Delivery (COD).

Step 3. 

An email response will be sent to you regarding the status of your return. We will process your request within five business days upon receiving the package.

Step 4. 

If the return is approved, all refunds will be given in the same method of original payment. Only the value of the merchandise and sales tax, minus any discounts, if any, will be refunded. Shipping charges and import duties are not refundable. Please allow 2-4 weeks for processing the refund to your credit card, and 1-2 billing cycles for the credit amount to appear on your statement.

Email & Privacy Policy

We have created this email privacy policy to demonstrate our commitment to your privacy and the protection of your information. If you received a mailing from us, your email address is either listed with us as someone who has expressly shared this address for the purpose of receiving information in the future, or you have registered or purchased or otherwise have an existing relationship
with us. We respect your time and attention by controlling the frequency of our mailings. If you asked to be removed from our email list, we will do so immediately.
We will never share, sell, or rent individual personal information with anyone without your advance permission. Information submitted to us is only available to employees managing this information for purposes of contacting you or sending you emails based on your request for information and to contracted service providers for purposes of providing services relating to our communications with you.
If you have received unwanted, unsolicited email sent via, please forward an email to with the subject line "unsubscribe".

Copyright and Trademarks

18 Waits and are all property of 18 Waits. All trademarks, images, graphics, text and other content are protected by worldwide copyright and other intellectual property laws, treaties and protections. You may not download (except where invited), reproduce, modify, publish, distribute, transmit, transfer, sell or modify any portion of this site without express written authorization from 18 Waits.